Managing performance means understanding results, setting metrics, fixing plans, and making decisions to ensure it happens. It takes multifaceted approaches from multidimensional perspectives to unlock digital performance and catalyze change.
The Pros and Cons of Net Promoter Score “Net Promoter Score" (NPS) measures the loyalty that exists between a provider and a consumer. The provider can be a company, employer, or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey.” (Wikipedia). On one side, it is a very popular and well-accepted term to measure customer experience; on the other side, some worry there is a declining relevance of NPS, so what are the pros and cons to measuring NPS?
Is Net Performance Score a KPI? Net Promoter Score, or NPS, acts as a leading indicator of growth. NPS measures customers’ overall experience of your brand. On one side, it is a very popular and well-accepted term to measure Customer Experience; on the other side, some worry there is declining relevance of NPS, so what are the pros and cons to measuring NPS? Is Net Performance Score a KPI?
What Ingredients to Bake NPS-Net Promoter Score? Digital business is outside-in, customer-centric. A net Promoter is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. There are relational NPS (based on a bi-annual survey) or transactional NPS (based on an immediate survey of service)., etc.
NPS and Text Analytics NPS is based on a direct question: How likely are you to recommend the company/product/service to your friends and colleagues? The scoring for this answer is most often based on a 0 to 10 scale. The point is what can NPS measure, and what is its limitation?
How do YOU Measure Customer Experience? Digital is the age of customers. Thus, Customer Experience Management is key to the success of every forward-looking business. It is not just important, it is vital for growth, development and to make sure you stay in business, Both retaining a customer and winning a new customer are very important to every business’s survival and thriving. To quote Drucker, “You can only manage what you measure.” How do you measure Customer Experience effectively, though?
The blog is a dynamic book flowing with your thought; growing through your dedication; sharing your knowledge; conveying your wisdom, and making influence through touching the hearts and connecting minds across the globe. The “Future of CIO” Blog has reached 3 million page views with about #6900 blog posting. Among 59+ different categories of leadership, management, strategy, digitalization, change/talent, etc. Blogging is not about writing, but about thinking and innovating new ideas; it’s not just about WHAT to say, but about WHY to say, and HOW to say it. It reflects the color and shade of your thought patterns, and it indicates the peaks and curves of your thinking waves. Unlike pure entertainment, quality and professional content takes time for digesting, contemplation and engaging, and therefore, it takes time to attract the "hungry minds" and the "deep souls." It’s the journey to amplify diverse voices and deepen digital footprints, and it's the way to harness your innovative spirit.
Net Promoter Score
The Pros and Cons of Net Promoter Score “Net Promoter Score" (NPS) measures the loyalty that exists between a provider and a consumer. The provider can be a company, employer, or any other entity. The provider is the entity that is asking the questions on the NPS survey. The consumer is the customer, employee, or respondent to an NPS survey.” (Wikipedia). On one side, it is a very popular and well-accepted term to measure customer experience; on the other side, some worry there is a declining relevance of NPS, so what are the pros and cons to measuring NPS?
Is Net Performance Score a KPI? Net Promoter Score, or NPS, acts as a leading indicator of growth. NPS measures customers’ overall experience of your brand. On one side, it is a very popular and well-accepted term to measure Customer Experience; on the other side, some worry there is declining relevance of NPS, so what are the pros and cons to measuring NPS? Is Net Performance Score a KPI?
What Ingredients to Bake NPS-Net Promoter Score? Digital business is outside-in, customer-centric. A net Promoter is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It serves as an alternative to traditional customer satisfaction research and claims to be correlated with revenue growth. There are relational NPS (based on a bi-annual survey) or transactional NPS (based on an immediate survey of service)., etc.
NPS and Text Analytics NPS is based on a direct question: How likely are you to recommend the company/product/service to your friends and colleagues? The scoring for this answer is most often based on a 0 to 10 scale. The point is what can NPS measure, and what is its limitation?
How do YOU Measure Customer Experience? Digital is the age of customers. Thus, Customer Experience Management is key to the success of every forward-looking business. It is not just important, it is vital for growth, development and to make sure you stay in business, Both retaining a customer and winning a new customer are very important to every business’s survival and thriving. To quote Drucker, “You can only manage what you measure.” How do you measure Customer Experience effectively, though?
The blog is a dynamic book flowing with your thought; growing through your dedication; sharing your knowledge; conveying your wisdom, and making influence through touching the hearts and connecting minds across the globe. The “Future of CIO” Blog has reached 3 million page views with about #6900 blog posting. Among 59+ different categories of leadership, management, strategy, digitalization, change/talent, etc. Blogging is not about writing, but about thinking and innovating new ideas; it’s not just about WHAT to say, but about WHY to say, and HOW to say it. It reflects the color and shade of your thought patterns, and it indicates the peaks and curves of your thinking waves. Unlike pure entertainment, quality and professional content takes time for digesting, contemplation and engaging, and therefore, it takes time to attract the "hungry minds" and the "deep souls." It’s the journey to amplify diverse voices and deepen digital footprints, and it's the way to harness your innovative spirit.
2 comments:
Nice post
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Excellent article. It is good to read your valuable insight on this topic. The content reveals your deeper understanding about this subject matter. Keep up the good work.
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